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Author Topic: Congratulations to Canon Service Centre - Australia  (Read 1728 times)


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Congratulations to Canon Service Centre - Australia
« on: April 06, 2013, 05:31:11 PM »
Hi All....
I have to just write a few lines to congratulate Canon Australia for their integrity and professionalism in dealing with an issue that was of my own doing and could have been a costly excercise.  I use a 5D Mark III for landscape shooting and as I live by the sea there is alot of salt spray in my work.
Two weeks ago I noticed small spots appearing in my photos... After changing lens's I quickly found the camera's sensor to be the issue in that it needed to be cleaned.  I purchased a cleaning kit from ebay which was sold with some fluid specifically made for cleaning full frame sensors and read the instructions.  I also googled and read posts relating to cleaning sensors.  Whatever possessed me to think that I was a camera technician I will never know.
As I progressed to cleaning the camera's sensor I noticed that the issue of the marks and spots only got worse and all I actually did was to move the spots around the screen.  I also attempted to clean the prism as well but only made things worse.
Noticing the effects only getting worse I bundled the camera up and sent it to the Canon Service Centre for them to fix.  After dismantling the camera this is what I received back from Canon....
Upon inspection unit found that an unauthorised person tried to clean the
CMOS sensor and has badly scratched it. Focusing assembly found scratched as
well and foreign particles found inside prism assembly. * This type of
repair is not covered by the terms of warranty. Quote to dismantle unit,
supply and fit listed parts to repair. Adjust the unit as required.
Reassemble, clean, check and test all functions.

CY3-1656-000 CMOS SENSOR ASS'Y W/O FB DATA $919.36
CY3-1655-000 SCREEN, FOCUS $6.03

Labour $314.00
Parts $925.39
Freight $13.00
Sub Total $1,252.39
GST $125.24

Quotation Total $1377.63

I had no other choice but to authorise the work and put the experience down to a lesson well learnt.....
The following day I received a call from Canon to say that after dismantling the camera and working on the sensor the technician had been able to polish/save it?? and all I was up for was a new prism and $286
Canon could have just gone ahead with the work and billed me for the $1377 but actually saved me nearly $1100.... thanks so much Canon.  All this I might add whilst keeping me in the picture with what was going on and in a two day turn around period.
I just thought I would put this up to congratulate Canon on being honest with me and in doing so showing their professionalism and integrity... attributes sadly missing by some other companies..... In future I will be leaving this type of cleaning to the experts...a lesson well learnt...
« Last Edit: April 06, 2013, 05:39:34 PM by faccray »


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Re: Congratulations to Canon Service Centre - Australia
« Reply #1 on: April 06, 2013, 05:45:25 PM »
Congratulations Canon on a job well done !

dr croubie

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Re: Congratulations to Canon Service Centre - Australia
« Reply #2 on: April 06, 2013, 06:04:09 PM »
I've heard a lot about how good the Canon USA repair centre is, and how crap Nikon USA are. But then that's only there, different centres in different countries are all going to be different.

Nice to know Canon AU are one of the good ones, if I ever need them...
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Re: Congratulations to Canon Service Centre - Australia
« Reply #3 on: April 08, 2013, 02:13:44 AM »
Canon Service centers give great service, AGAIN and AGAIN and AGAIN.


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Re: Congratulations to Canon Service Centre - Australia
« Reply #4 on: April 08, 2013, 04:41:51 AM »
Thanks faccray for sharing this Good News Story!   (Particularly as the world often seems full of bad news stories!)  Glad to hear of the honesty of both the Canon folk and yourself!

I also live in Australia and have had my 7D serviced twice (same issue: the pop-up flash gets 'stuck' down due to a known issue with a little 'sensor button' under the metal hotshoe mounting - after eg an external flash was put on it).  The issue now seems resolved.

Both times it was under warranty. First time took a bit over a month (I think it had to go interstate) - the 2nd time just over 2 weeks. They did a good job (so they should have of course, nothing was my fault).


I'm not a brand-fanatic. What I do appreciate is using my 7D and 350D cameras along with a host of lenses & many accessories to capture quality photos, and share with friends.


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Re: Congratulations to Canon Service Centre - Australia
« Reply #5 on: April 08, 2013, 05:45:04 AM »
The integrity, generosity and professionalism of CPS in Sydney was the one of the prime motivators for me to switch from Nikon late last century. It's move I've never regretted, and I've valued CPS beyond words on countless occasions.

Nikon service may well have improved to match Canon in the meantime...I hope so.